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Genesys Interactive Insights

Also known as GI2. A presentation layer that extracts data from the Genesys Info Mart database, and presents it in readable reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services.

For Genesys Cloud customers, depending on the release of Genesys Cloud that you are using, historical reporting is available through either the Genesys Interactive Insights (GI2) interface, or through Genesys CX Insights. See also Genesys Info Mart, Reporting and Analytics Aggregates (RAA), and Genesys CX Insights (GCXI).



Glossary

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Genesys CX Insights

Genesys Customer Experience Insights (Genesys CX Insights or sometimes GCXI) provides a presentation layer that extracts data from the Genesys Info Mart database, and presents it in readable historical reports to enable business and contact center managers to make better business decisions for streamlining operations, reducing costs, and providing better services.

For Genesys Cloud customers, depending on the release of Genesys Cloud that you are using, historical reporting is available through either the Genesys Interactive Insights (GI2) interface, or through Genesys CX Insights. See also Genesys Info Mart, Reporting and Analytics Aggregates (RAA), and Genesys Interactive Insights (GI2).



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Reporting And Analytics Aggregates

Also known as RAA. An optional Genesys Info Mart process that creates and populates predefined aggregation tables and views within an Info Mart database. RAA aggregation tables and views provide the metrics that summarize contact center activity to facilitate reporting, and serve as the primary source of data for the Genesys CX Insights (GCXI) and Genesys Interactive Insights (GI2) historical reports. RAA is required for Genesys CX Insights and GI2 environments.



Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Do I Need to Install RAA?

Reporting and Analytics Aggregates (RAA) 8.5 is an optional Genesys Info Mart process that you can add to a Genesys Info Mart environment to create and populate predefined aggregation tables and views within the Info Mart.

Important
RAA is required to support Genesys Customer Experience Insights (GCXI) 9.0 or Genesys Interactive Insights (GI2) deployments. Genesys recommends that you deploy Genesys CX Insights as a historical reporting tool, which requires that you deploy RAA. However, if you intend to install GI2, you do not need to first install RAA, because the RAA installation package is included within the GI2 installation package and is silently deployed with each GI2 installation.

Aggregation tables and views provide the metrics that summarize contact center activity by year, quarter, month, week, day, hour, and subhour to facilitate reporting. They serve as the primary source of data for GCXI / GI2 reports and universe. The tables are indexed for performance and grouped conveniently into distinct subject areas that are keyed to various Info Mart dimension tables.

Refer to the Reporting and Analytics Aggregates Reference Manual for detailed information about the aggregate tables, views, indexes, and subject areas. Refer to the Reporting and Analytics Aggregates User’s Guide for instructions on how to run the aggregation process, how to customize it to aggregate user data, and to see business views of the subject areas.

This page was last modified on April 16, 2019, at 11:07.

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